HSBC Group

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

The Wealth Center Operations Manager oversees the operational, service and compliance related activities within the Wealth Center. This individual is responsible for ensuring Wealth Center team members adhere to policies and procedures and support resolution of service issues to drive exceptional customer service. To support these activities, the Wealth Center Operations Manager works closely with the Wealth Center Manager and Field Support Manager to achieve network operational efficiency and operational/ risk control

As our Wealth Center Operations Manager  you will:

• Manage daily operations of the Wealth Center to ensure operational soundness and compliance to policies and procedures
• Collaborate with Wealth Center Managers and staff to maximize usage of Complaint Management System - to steer increases in FCR and 5DR while triaging solutions
• Coordinate & partner with Wealth Center Manager to optimize operations, resource allocation, and workflow processes to support the following activities
• Conduct regular audits and assessments to identify and mitigate operational risks, fraud, and security breaches
• Implement measures to safeguard customer data, maintain confidentiality, and uphold the integrity of banking operations
• Partner with Wealth Center Manager to foster a customer-centric culture across all  Wealth Center roles emphasizing the importance of delivering exceptional service and building customer relationships
• Address escalated customer inquiries, complaints, and issues promptly and effectively
• Implement strategies to enhance customer satisfaction, loyalty, and retention
• Identify core servicing and process issues and lead initiatives with related business partners to optimize, streamline, and operationalize implementation across the network
• Lead and support performance evaluations through proactive coaching, providing feedback, and support employee growth and career advancement with development plans

For this role, HSBC targets a pay range between $71,400.00 and $107,000.00

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

You´ll likely have the following qualifications to succeed in this role:

• Strong verbal and written communication skills that promote and enable openness with staff, management, internal partners, and external parties.
• Proven leadership and strong managerial, decision making, problem-solving, organizational and time management skills.
• Uphold compliance with all relevant internal and external rules, regulations, and procedures; engage others to act responsibly and minimize operational risk and internal control issues.
• Sound judgment, keen sense of urgency, and high level of professional and personal integrity.
• Exceptional knowledge of the Wealth Center delivery system, banking policies, procedures, and controls as well as products and services offered within the Wealth Center system, related operational activities and pertinent regulations.
• Availability to travel as needed.

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the U.S. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.